Almost every company has loyal customers and retained customers, but do they know the difference? There’s a good chance they don’t. Even with some similarities, retention and loyalty aren’t interchangeable. Retained customers may renew your product or service or they may not. Odds are they just haven’t shopped anywhere else or are too invested to switch. Loyal customers love your company and have no plans to leave as long as they are getting value. In fact, they’re more likely to refer your product or service to others. So, let’s take a closer look at why customer retention and customer loyalt ..read more

Customer success is considered a fairly new concept to both employees and customers alike. Because it’s still such a fresh idea, as a customer success manager, you’re likely still working to fully understand how to develop an effective customer success strategy and iron out the kinks of the challenges you face. With 76% of customers saying they expect companies to understand their needs and expectations, it’s essential that you address your customer success challenges sooner rather than later. It’s no question that all customer success managers have faced many struggles in their careers. To he ..read more

Customer success measures how well your customers reach their desired outcomes through your product or service. Helping your customers reach their goals requires a process that doesn’t rest solely on getting them up and running or putting out fires as they flare up; it involves every aspect of the customer lifecycle. There is one area, however, where you can build a strong foundation for self-reliance and seamless implementation for your buyers, and that’s by having a rock-solid onboarding process. 88% of businesses fail to adequately onboard their customers, which can contribute directly to t ..read more

How important is customer satisfaction in your company culture? Put simply: very. The value of your customer success should be tangible throughout your company, emanating out from the CEO and trickling down through all departments and roles. And it starts with one thing: Behavior. So, how do you modify your organizational behavior to focus on the health of your customers? Here’s how to create a company-wide culture of customer satisfaction: Show Why Customer Success Matters The relationship you form with your customers begins at the very first touch. It’s extremely important that you give them ..read more

Because Customer Experience is a new idea for a lot of businesses, you might be having a difficult time nailing down exactly what it is your Customer Experience Manager should possess in order to effectively head up the team. Customer experience is not just about customer service, it’s about how the customer uses your product, why the customer uses your product, what will make them happy, and how to translate those things into your business goals. When looking to fill the position of Customer Experience or Customer Success Manager, pay attention to specific personality traits that are critical ..read more

Customers increasingly look to companies for support, information, and guidance on their products and services. It’s imperative that your company builds a resourceful and valuable customer success team to give your customers the experience they’re looking for. A company does not succeed unless your customer does. Engaged customers tend to buy more, spread more information about your company through word of mouth, and are generally more satisfied and loyal to your brand. 96% of marketers agree that customer engagement drives overall business performance. We’ve put together a step-by-step proces ..read more

Regular checkups are critical to the health of any organization, and ensure that things are running smoothly and that you identify any areas where preventative measures might be necessary to stop things from veering off course before it happens. Customer success teams, especially, already implement certain checks within their processes for exactly this purpose—neglecting the health of your customer relationships can lead to disastrous results—but it’s possible to take this a step further and pivot a department-specific checklist into a company-wide one that helps develop a culture which priori ..read more

Customer success is a relatively new focus for a lot of companies, and traditionally it’s been the responsibility of marketing to ensure clients are receiving the care and resources they need for a satisfying experience, both during their purchase and through its implementation. But as the impact of customer success is researched more thoroughly, it’s become clear that customer success is a strong driver of revenue. In response, the vision of CS management is expanding outward from marketing and influencing the overarching business strategy. For now, marketing may play a big role in the proces ..read more

Customer success is a complex system, and a one-size-fits-all approach won’t work. There are multiple moving parts and a variety of factors, so success teams need to be prepared and agile for anything customers might throw at them. We, here at Kilterly, know that not all of your needs or goals will be the same, which is why our customer success software is built to accommodate you, whatever the case may be. Here are just a few ways you can use Kilterly: Dive deeper into your customer behavior Ben is the Customer Experience Manager at a cloud content management company. He uses Kilterly to gain ..read more

If you want to build a thriving business, you need to make one major asset a priority. Your customers. Most companies put all their efforts and skills towards capturing leads, but if you lack in customer success and retention, all those leads who turn into customers won’t stick around for long and will be jumping ship fast. Your customers are keeping your business afloat (no pun intended) and if you want to keep that company rep high and the customer loyalty elevated, you’ll want to implement these eight quick-win strategies ASAP. Take a look: Leverage Customer Feedback Surveys Surveys can b ..read more